Airline Service Evaluation Survey Template

Evaluation of all aspects of air travel service

Dear Passenger:

We are delighted you have chosen to travel with us. In order to provide you with the best possible travel experience, we would like to know a little more about you and the purpose of your travel. Please help us by taking a few moments to complete this questionnaire.

Thank you for your assistance.
Please rate the services you received from the reservation agent while making your travel arrangements for this flight.
Don't Know/Don't Recall Among the Worst Not as good as Most About the same as Most Better than Most Among the Best
Speed in getting through to Agent
Helpfulness of Agent
Courtesy of Reservation Agent
Accuracy of flight information
Accuracy of fare information
Please tell us how important each of the followings were in making your decision to choose (Airline) for today's flight.
Not at all Important Somewhat Important Very Important
(Airline's) departure and/or arrival time was more convenient
(Airline's) flight had fewer stops or better connections
(Airline's) air fare was better
(Airline's) frequent flyer program
(Airline's) inflight services are better (meals, movies, flight attendants, etc.)
(Airline's) ground services are better (ticketing, baggage handling, check-in, etc.)
Personal preference for (Airline)
(Airline) was the only airline with seats available
Travel agent/Company travel department recommendation of (Airline)
Aircraft preference
Please answer Yes, No or Not Sure to the following statements about the air fare (price of ticket) for the trip you are taking today:
Yes No Not Sure
I was planning this trip to this destination at this time regardless of the fare
I was planning this trip on another airline, but switched to (Airline) because of the fare
I was planning this trip with no particular airline in mind and selected (Airline) because of the fare
I was planning a trip to another destination, but switched to this destination because of the fare
I was planning this trip at a later or earlier time, but changed my plans to go now because of the fare
I was planning to drive or take the bus/train to this destination, but decided to fly because of the fare
I was not planning to take this trip at all, but decided to go because of the fare
What is your main purpose in taking this trip? (Please check only one answer)
For each of these areas that you used at the airport today, please indicate how long you waited in line, and whether that wait was acceptable or not.
Didn't Use No Wait 0-5 min. 6-10 min. 11-20 min. 20+ min. Acceptable Wait?

Aircraft boarding
Boarding gate counter
Security check point
Express baggage/seat check-in counter
Ticket counter
Curbside baggage check
Which of the following phrases best describe the exact nature of this trip? (Fill in all that apply)
Internal company business (visit regional office, plant or attend a company meeting)
External company business (sales call, visit customer or vendor)
Official government/military business
Attend industry meeting/trade show
Attend a convention
Accompany family member on business/convention
Other business (not described above)
Incentive travel (company-paid pleasure trip)
Visit friends/relatives
Visit resort
My trip will (did) include plans to sightsee
My trip will (did) include plans to ski
My trip will (did) include plans to golf/play tennis
Personal affairs (moving; to/from school)
Personal emergency (illness, etc.)
Vacation or other personal reason

Among the Best Better than Most About the same as Most Not as good as Most Among the Worst
Overall, how courteous and helpful were (Airline's) personnel at the airport you just departed?
Did you yourself call to make the arrangements for this flight?
If you were particularly dissatisfied with any of (Airline's) procedures at the airport you just departed, please indicate which area(s).
Curbside baggage check-in
(Airline) ticket counter
Express baggage/Seat check-in counter
Security checkpoint
Red Carpet Room
Boarding gate check-in counter
Aircraft boarding
If you were particulary dissatisfied with any of (Airline's) personnel at the airport you just departed, please indicate which personnel.
Sky Cap
Ticket counter agent
Express baggage agent
Security checkpoint personnel
Red Carpet Room receptionist
Boarding gate agent(s)
Flight attendant (during boarding)
What is your occupation?
Secretary/Clerk/Office worker
Airline employee/Travel agent
Are you:
Are you:
What age group are you in?
12 - 17
18 - 21
22 - 29
30 - 39
40 - 49
50 - 59
60 - 64
65 & over
Where do you live?
South America
If USA, what is your ZIP Code?

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